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CEO and founder of Hatchwise, a crowdsourced design community, provides six tips on how to the word of mouth can lead to the success of your business.
- Have a solid idea of what you are offering to your existing and future clients. If you are spending more time telling people what you're do than actually doing it, Hatchwise CEO George Ryan says you are wasting your time.
- Make sure your customer service is a good experience for everyone. People expect fast and responsive customer service. Accomplish this by responding to e-mails promptly, assisting your clients whenever necessary, providing them accurate information, and doing something when you say you will. Do this by effectively communicating with your clients through every step of the remodeling project.
- Don't be afraid to ask your client questions. Oftentimes they may not know the right questions to ask to make sure the project is exactly what they want. Your job is to help your clients is to make their remodeling project a reality; you can do this by asking questions.
- Client satisfaction should be your number one priority. Identify what the client's vision is by walking with them through each step of the process so you are not moving forward with anything that the client is not 100% happy with. If your customer feels that they were involved in the project, where their input was listened to, they are more likely to sing your praises to others because of their own personal experience.
- Try and create a loyalty program for frequent and outstanding clients. Maybe your company has worked with this client on many remodeling projects. Let them know you care about them even after the project by checking in on them and how pleased they are with the end result. Ryan also suggests creating a an incentives for customers to refer others to you by offering discounts or special benefits.
- Lastly, making sure your client is happy throughout the process is critical. If your client at the end of the project is happy and 100% satisfied, that will naturally lead to them telling others about the great job you did.